Toyohashi City in Aichi Prefecture Formulates Basic Policy Against Customer Harassment

Toyohashi City in Aichi Prefecture earnestly accepts opinions and requests from citizens, businesses, and others, striving to provide high-quality administrative services and improve citizen welfare.

However, in recent years, excessive demands and malicious complaints, known as 'customer harassment' (kasuhara), have become an issue. These not only harm the physical and mental well-being of employees but also impede smooth operations, potentially leading to a decline in administrative services.

In response to this, Toyohashi City has compiled the 'Toyohashi City Hall Basic Policy Against Customer Harassment' to protect employees from kasuhara and respond decisively as an organization. This policy has been posted at city hall counters and other locations since April 2026.

■ Definition of Customer Harassment

The basic policy defines customer harassment as meeting all three of the following requirements:

Actions or words by citizens or businesses towards employees ▽ Exceeding the scope socially acceptable in light of the nature of the duties performed by employees and other circumstances ▽ Harming the working environment of employees.

Specifically, this includes loud voices or verbal abuse, persistent complaints, and prolonged loitering.

■ Response to Customer Harassment

As part of the city's response, calls and counter interactions will be recorded as necessary.

If behavior suspected of being customer harassment occurs, multiple staff members will respond. If inappropriate behavior is repeated, the response will be interrupted, and the person will be asked to leave.

Furthermore, in malicious cases such as assault, injury, intimidation, or refusal to leave, or if deemed a criminal act, the city will take strict measures, including legal action such as reporting to the police or consulting with a lawyer.

■ Dissemination and Future Initiatives

Other municipalities in Aichi Prefecture are also progressing with the formulation of basic policies against customer harassment. Toyohashi City began posting an outline of its basic policy at city hall counters and other locations in April. It clearly communicates specific examples and responses with illustrations. Detailed information is also available on the city's website for broad dissemination.

Moving forward, the city will grasp the actual situation through employee surveys and other means, implement more effective measures, and create an environment where employees can work with peace of mind, thereby establishing a system that can provide high-quality administrative services.